Customer service practitioner
Level 2 · IntermediateSales, marketing and procurement 1 yr typical
About this apprenticeship
What it involves
The Customer Service Practitioner apprenticeship trains you to deliver high-quality customer service across face-to-face, telephone, digital, and written channels, ensuring customers receive a positive experience at every interaction. You will develop skills in communication, problem resolution, and working with customer service systems and data. This Level 2 qualification is one of the most widely taken apprenticeships in England and opens doors in retail, hospitality, financial services, and many other sectors.
On the job
What you’ll learn
How to meet and exceed customer expectations in a service environment
Active listening, questioning, and professional communication skills
Handling complaints and resolving problems in a way that retains customer loyalty
Product and service knowledge relevant to your organisation
Data entry, CRM systems, and maintaining accurate customer records
Equality, diversity, and treating every customer with respect
On the job
What you’ll do day to day
Greet and assist customers professionally across your organisation's channels
Answer queries accurately, drawing on product and service knowledge
Handle customer complaints calmly and work towards positive resolutions
Update customer records on CRM or case management systems
Escalate complex issues to senior colleagues when appropriate
Gather and report customer feedback to help improve service quality
The deal
How this apprenticeship works
You earn a wage from day one. You are a paid employee, not a student. There are no tuition fees - the training is funded by your employer and the government.
About 20% is “off-the-job” training. Roughly a day a week is spent learning away from your normal duties - at a college, training provider, or online - working towards a recognised qualification.
It ends with an end-point assessment (EPA). Near the end, an independent assessor checks you can do the job to the national standard - through tests, a project, a portfolio or an interview. Pass it and you are fully qualified.
How to get there
What you need to start
Level 2 (Intermediate) - roughly GCSE level. Often open with few or no formal qualifications - a strong first step. Some employers ask for a couple of GCSEs.
What’s next: Typically leads on to a Level 3 (Advanced) apprenticeship.
Entry requirements are set by each employer and can vary - always check the specific vacancy.
Hear from employers
What it’s really like
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